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General => Industry News/ Announcements/Press Releases/Product Promotion => Topic started by: printavo on February 25, 2019, 05:59:01 PM

Title: Shop Talk #3: Customer Care for Print Shops
Post by: printavo on February 25, 2019, 05:59:01 PM
Why should screen printers think like barbers?

There's more similarity than you think.

Like a barber, your print shop creates a custom experience.

A really great barber creates a personal connection with their clients. They turn people into advocates that not only leave positive reviews, but actually refer new customers. The best barbers turn their clients into promoters – they don't just wear the haircut, they blast social media with praise and thanks.

So how do you transfer the skills a barber uses to make a connection into your print shop? Start with the end: what's your post-production follow through?

Follow through strong at the end of every order


When you've printed and shipped your customer's screen printed merch, it's time for the follow through. Follow through is the most high-value activity that screen printers and other custom merchandise creators can implement for customer care.

Your goal: Turn the customer into a repeat customer.

How to execute: Multiple small points of contact.



Small mistakes can make big customer dissatisfaction
What this means: protect and defend the customer. Nurture them. Communication about each part of the process is irreplaceable.

Small mistakes have cost Steven customers: Many detractors had legitimate complaints. But others were upset by small things: "It took too long to get my invoice." Steven's conclusion: customers always want to be in the know. Whether the job is finished or not, keep them up to date. If it's going to be late, let them know ahead of time.

The biggest mistake to avoid: Don't let your printing errors get to the customers. Once you have flawed merch out in the world, it's impossible to fix. Seems simple and obvious – but that's how customers that were promoters become former customers that are online detractors.

How to root out problems: Map out your customer experience:


Read the full article here: https://www.printavo.com/blog/shop-talk-3-customer-care-for-print-shops (https://www.printavo.com/blog/shop-talk-3-customer-care-for-print-shops)